4 New Dynamics 365 Features To Boost Collaboration In Your Organisation

Businessman working in his office and connecting online with his virtual team

The need for improved collaboration across different teams in an organisation has never been greater with an increasingly remote and hybrid workforce. Collaboration is no longer just having access to an application such as Microsoft Teams.

Between chats and emails, many interactions can be missing from CRM. Users will always benefit from access to complete customer data in one place, but they also need CRM to minimise interruptions to their flow of work that happens when repeatedly switching between apps such as Dynamics 365 and Teams chat.

As we change how we work, so Dynamics 365 is also evolving. In recent release waves, we've seen Microsoft prioritising improved collaboration with Dynamics 365 and MS Teams integration capabilities.

Now they are taking this to the next level by announcing a set of new functionalities to help people resolve issues quickly by collaborating efficiently and reducing disruptions caused by updating data in multiple applications.

Let's take a look at four of these features in detail.

1) Customer Support Swarming

This feature makes it easier for customer service agents to find the right subject matter experts to solve complex issues quickly.

Even with access to knowledge base articles, agents aren't always sufficiently equipped to solve every customer problem themselves. Their work can often be interrupted when attempting to identify the right person to reach out to within the organisation while customers are left waiting for a solution.

That's where the new customer support swarming feature comes in. Dynamics 365 automatically identifies potential experts and creates a Teams chat room to bring them together to help agents resolve the issue.

For instance, let’s say an agent is contacted by a customer who faces a contract billing issue. The agent realises this requires technical expertise from billing specialists, finance managers, and their account manager.

With customer support swarming, the agent can create a swarm request in Dynamics 365 Customer Service, defining the skills needed to solve this problem in a single click. The system will attempt to identify resources who have the skill sets requested and invites these individuals to a swarm chat in Microsoft Teams.

When they accept the invitation, everyone can collaborate within Teams to share ideas and insight to help resolve the issue. Thanks to the embedded Teams chat capabilities, the agent can remain in the Dynamics 365 interface throughout this process as the conversation opens up alongside their case record.

    2) Conversation summary and suggested contacts in Dynamics 365 Customer Service

    Embedded Teams chat capability within Dynamics 365 Customer Service already makes it easier for agents to connect with anyone in their organisation without leaving the Dynamics interface. But what’s unique about the new suggested contacts feature?

    Suppose a customer asks a question, and an agent needs help from their peers but is unsure whom to contact. AI recommends team members who might be able to help them, such as colleagues who've resolved similar cases. The agent never has to leave Dynamics 365 to identify and get connected with someone who can help them resolve an issue quicker than before.

    The system automatically summarises customer conversations to provide a succinct outline for agents to share with their teammates, saving time. This contributes to better customer service and more resolutions at the first contact.

    Dynamics-365-Customer-Service showing suggested contacts and automatically created conversation summary for agents to collaborate

    3) Share and update Dynamics records in Teams

    In an earlier post, we covered embedded Teams chat in Dynamics 365. Now, Microsoft has added a feature that provides greater flexibility to interact with Dynamics records within the Teams interface. Once the Dynamics 365 app is installed in Teams, users can start using this feature immediately.

    With this update, sharing Dynamics records as an adaptive card in Microsoft Teams is now easier than ever. Any Dynamics user can paste the URL of a D365 record in the chat that allows anyone within the organisation to view these records within Teams.

    Simply open a record from within a chat to check the relevant information, and even apply updates if you are an authorised Dynamics user. Allowing users to access Dynamics records from Teams or vice versa is another example of reducing the need to switch between multiple applications to boost productivity and collaboration.

    Another great addition is the ability to add tasks and notes against a Dynamics record from within a Teams chat, which minimises the risk of forgetting to update the relevant Dynamics records following a chat.

    User viewing a Dynamics 365 record in Teams chat

    4) Unified Teams meeting experience

    You may already be familiar with the feature that allows users to create and join Teams meetings from Dynamics 365 appointment records. Once you create an appointment, the unified Teams meeting experience helps users view and edit the related Dynamics record within the Teams meeting interface.

    This means users have access to the customer context right before them throughout the meeting and can make timely updates to the CRM record without opening another app. This is not just for individuals; all the Dynamics 365 users within the same organisation who attend the meeting can view and edit the record.

    Suppose you haven’t created the meeting from a Dynamics appointment? As we highlighted above, you can still pull the relevant Dynamics records into the interface to view and make edits during the session.

    Intelligence embedded within Teams will also take care of the call transcript, highlight follow-up activities and analyse the sentiment expressed during the meeting. This way, you can actively engage in conversations without worrying about missing out on anything.

    A group of users accessing Dynamics 365 records while attending a Teams meeting

    What’s Next?

    The seamless collaboration between Dynamics 365 and MS Teams is a capability that sets Microsoft apart from its competitors. With its increased investment in this area, we can expect more exciting updates in the 2022 Release Wave 2 from October that will further enhance productivity and collaboration across teams!

    Have you tested these preview features yet? If you have any questions about enabling these in your environment, we are here to help.

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